We make decisions based on what we think is fair and reasonable, accounting for the unique circumstances of each case we receive. We anonymise our decisions and write them in a way that prevents the person or small business complaining from being identified.
This database holds all the final decisions we’ve published since 1 April 2013 under the Financial Services and Markets Act 2000, as amended by the Financial Services Act 2012.
Your search returned 392389 results
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Decision Reference DRN-6026030
19 Jan 2026 Lendable Ltd Not upheldConsumer CreditDRN-6026030 The complaint Miss L has complained Lendable Ltd, trading as Autolend, continue to ask her to repay a personal loan which she only took out under duress. What happened In early 2022 after her father’s death, Miss L got to know someone she became close to. She feels over a fe... (3 pages)View decision -
Decision Reference DRN-5794031
19 Jan 2026 Shawbrook Bank Limited Not upheldConsumer CreditDRN-5794031 The complaint Mr and Mrs B’s complaint is, in essence, that Shawbrook Bank Limited (the ‘Lender’) acted unfairly and unreasonably by (1) deciding against paying claims under Section 75 of the Consumer Credit Act 1974 (as amended) (the ‘CCA’) and (2) being party to an unfair ... (13 pages)View decision -
Decision Reference DRN-6088186
19 Jan 2026 Aviva Life & Pensions UK Limited Not upheldPensions and AnnuitiesDRN-6088186 The complaint Mr I is unhappy that Aviva Life & Pensions UK Limited can’t provide accurate, easily accessible information about the total fees and charges applicable to the fund options for his personal pension. What happened Since 2007 Mr I has had a Trustee Transfer P... (5 pages)View decision -
Decision Reference DRN-5877638
19 Jan 2026 Trading 212 UK Limited Not upheldInvestmentsDRN-5877638 The complaint Mr K complains about Trading 212 UK Limited (‘T121’) regarding shares he wants to sell for a delisted company, held within an ISA account. He says that T212 won’t help him liquidate these shares so he can access the cash value, and the information he has receiv... (3 pages)View decision -
Decision Reference DRN-5777770
19 Jan 2026 Revolut Ltd Not upheldBanking and PaymentsDRN-5777770 The complaint Ms S has complained that Revolut Ltd won’t refund money she lost to a scam. What happened The details of the complaint are well known to both parties, so I will not repeat them again here. Instead, I will focus on giving the reasons for my decision. What I’ve... (2 pages)View decision -
Decision Reference DRN-6000818
19 Jan 2026 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-6000818 The complaint Ms K has complained Barclays Bank UK PLC, trading as Barclaycard, allowed a credit card account to be opened up in her name fraudulently. What happened After receiving letters from Barclaycard about a credit card Ms K didn’t have with them, she contacted them t... (2 pages)View decision -
Decision Reference DRN-6061925
19 Jan 2026 Zopa Bank Limited Not upheldConsumer CreditDRN-6061925 The complaint Mr B complains that Zopa Bank Limited acted unfairly when it terminated his hire purchase agreement. What happened In January 2025, Mr B acquired a used car paid for by a hire purchase agreement from Zopa. The cash price of the car was £9,739. Mr B was required... (3 pages)View decision -
Decision Reference DRN-6079033
19 Jan 2026 Domestic & General Insurance Plc UpheldInsuranceDRN-6079033 The complaint Mr J is unhappy that Domestic & General Insurance Plc (D&G) mis-sold him a gadget insurance policy which included his television satellite equipment and other devices. What happened In 2018, Mr J took out a policy to cover for parts, labour, breakdown, ... (4 pages)View decision -
Decision Reference DRN-6088467
19 Jan 2026 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-6088467 The complaint Mr A complains that Barclays Bank UK PLC (Barclays) downgraded his bank account. What happened Mr A had a Barclays Premier bank account for a number of years. However, following notice, Barclays downgraded Mr A’s Premier account to their standard bank account.... (3 pages)View decision -
Decision Reference DRN-6086361
19 Jan 2026 Revolut Ltd UpheldBanking and PaymentsDRN-6086361 The complaint Ms W complains that Revolut Ltd (‘Revolut’) won’t refund all the money she lost to a safe account scam. She’s represented by a Claims Management Company. For simplicity, I’ll generally refer to Ms W throughout this decision. What happened The background is know... (7 pages)View decision